How to Add a URL Link to an Incident, Task, Change Request, or Problem Email Template Allowing Staff to Click the URL and be Taken Directly to the Referenced Record in the Remedyforce Console.

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    PRODUCT:

    Remedyforce Service Desk


    COMPONENT:

    Remedyforce Spring 13



    PROBLEM:

     

      How to Add a URL Link to an Incident, Task, Change Request, or Problem Email Template Allowing Staff  to Click the URL and be Taken Directly to the Referenced Record in the Remedyforce Console. 

     


    SOLUTION:

     

      1. Log into Remedyforce as an administrator
    2. Click your username | Setup | Under App Setup Expand Create | Expand Workflow & Approvals | Click Workflow Rules.
    3. Click the Rule Name of the Workflow sending the Notification to the Staff.
    4. Under Workflow Actions Click the Description of the Email Alert action.
    5. Once the Email Alert opens click the name beside email template.
    6. Click Edit HTML Version.
    7. Add one of the following URL's below by copying and pasting it to the body of the communication template based on the related object notification:

    Link to Incident:
    https://bmcservicedesk.na14.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Incident__c.Id}&objectName=Incident__c
     
       
      Link to Task: 
      https://bmcservicedesk.na14.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Task__c.Id}&objectName=Task__c 
       
      Link to Change Request: 
      https://bmcservicedesk.na14.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Change_Request__c.Id}&objectName=Change_Request__c 
       
      Link to Problem: 
      https://bmcservicedesk.na14.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Problem__c.Id}&objectName=Problem__c 
     
      NOTE: "na14" will need to be replaced with the SFDC instance where you org is installed. So look at the URL of your browser you should see NA and a number. This number is the instance your org is on and it will need to replace the 14 in the examples above. 
       
      NOTE: If your domain is setup, URL should be like below (replacing "<DomainName>" with your current domain name) 
      Link to Incident with Domain:
    https://<DomainName>--bmcservicedesk.na14.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Incident__c.Id}&objectName=Incident__c

    Link to Incident with Domain hiding the Salesforce instance name:
    https://<DomainName>.my.salesforce.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__Incident__c.Id}&objectName=Incident__c
     
     
      8. Click Save.
    9. Verify when staff users receive the email and click the URL they are directed to the appropriate record in the Remedyforce Console.
     
       
      NOTE: If Remedyforce is configured to user SSO, additional configuration by your SSO vendor will be required to automatically log users in using the SSO URL. 
     
      See link to Added URL to Email Template
      
       
      

     


    Article Number:

    000008298


    Article Type:

    Solutions to a Product Problem



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